Tesco disconnected me

Given switch-over date of 25th October for change from Tesco broadband and phone to Plusnet. Plusnet state they could find no line on the date. No adequate explanation from either provider by phone, and awaiting response to formal written complaints.
Suspect Tesco disconnected line before switch-over.
Result: 3 months without telephone line as next engineer appointment to reconnect is 23rd January 2013!
Ombudsmen wait 8 weeks from initial complaint before investigating, appears to be no redress.
Stuck with 3G dongle in attic and mobile phones meantime,as no neighbour in range and no local wi-fi hotspots!

Re: Tesco disconnected me

When you want to migrate/change to another internet service providor, you have to ask Tesco for your mac code, and they then give it to you within 5 working days. you must then give your mac code to Plusnet yourself.

If you have not given your mac code to Plusnet yourself or if Tesco are LLU (LLU = not BT's telephone equipement), then the only other way to get Tesco off your line is to place a cease/cancellation on your line which seems to of happened.

Edit
Thinking about it, if you were on Tesco's Cable and Wireless LLU for phone and broadband, then that would be the reason why Plusnet wouldn't of found your line. To migrate to Plusnet, you must have a BT telephone line.

Re: Tesco disconnected me

I've had a "BT" line for years, without the BT rental. Rental and broadband have been paid to Demon, Homecall (& its predecessor), Sky, Plusnet, and Tesco in turn, and each migration has been completed without problems, with delays of about a week years ago, to only 6 hours on the last switch. I've even managed to retain my telephone number, despite it originally being attributed to a cable network.
All you have to do now is apply to the new company and they handle everything, from obtaining MAC code etc, keeping you informed by text and email. You do not have to do anything more.
This is the first disaster I've experienced in switching, and there seems nothing I can do to shortcircuit the delay in obtaining an engineers visit (to first visit the house, then a 2 minute job at the exchange).

Re: Tesco disconnected me

I think Tesco was the first time you have gone "Full LLU", as that is the only way a MAC is not needed.

I assume your Plusnet order was a Return to Donor of the line, bundled with Plusnet broadband. As others have said, if you told Tesco you were cancelling or ceasing your contract with them, on such-and-such a date, then that's what happened first, and the line was no longer available to "Return".

I'm afraid:-

All you have to do now is apply to the new company and they handle everything, from obtaining MAC code etc, keeping you informed by text and email. You do not have to do anything more.

"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.

Re: Tesco disconnected me

No reply from Tesco yet.
However, surprise, BT were able to offer an earlier cancellation date, as the agent said, they have direct access to the engineers. Using this as leverage, and knowing BT retail are not supposed to have any priority, I was able (at the cancellation phase, NOT at the sales team end) to obtain an earlier date from mt preferred provider. BT then offered a reduced price to keep my custom, but could not match my preferred provider.
Moral: The waiting list can be shortcircuited, and prices aren't fixed! Hope to be back on line in 2 weeks.